Responsibilities
- Platform Architecture Ownership
- Define end-to-end architecture for: ServiceNow-based ITSM / ITOM platforms, Network Observability stack (Elastic, telemetry pipelines, AIOps integrations), Automation and orchestration layers, Infrastructure Platforms running Containers e.g Red Hat OpenShift
- Design scalable multi-tenant or single-tenant managed service platforms.
- Establish integration patterns between: ServiceNow CMDB & ITOM, Elastic Observability / SIEM, Infrastructure telemetry (network, cloud, telco core, etc.)
- Ensure platform alignment to security frameworks (NIST, Zero Trust where applicable).
- ServiceNow Architecture & Governance
- Architect ServiceNow modules including: ITSM, ITOM (Discovery, Event Management), CMDB governance, Service Mapping, Automation workflows
- Define platform operating model (Dev/Test/Prod governance).
- Drive ServiceNow as the single pane of operational truth.
- Ensure integration with observability stack for automated incident correlation.
- Network Observability & Elastic Stack Leadership
- Architect telemetry ingestion pipeline - Logs, Metrics, Traces, Network flows
- Design Elastic-based observability platform including:Logstash / Beats, Elasticsearch, Kibana dashboards
- Integrate observability insights into ServiceNow for automated ticketing.
- Enable AIOps use cases for proactive detection and noise reduction.
- Build use cases around:Network performance monitoring, Private cloud visibility, Telco/private mobile core observability, CII-grade monitoring
- Service Offering Development & Commercialisation
- Translate platform capabilities into market-ready offerings: Managed ITSM, Managed Observability, Managed Network & Infrastructure, Automation- as-a-Service
- Define: Service catalogues, SLAs / XLAs, Operating models, Tiered service packages
- Collaborate with Sales & Pre-sales to:Position differentiated offerings, Develop solution playbooks, Create reusable reference architectures
- Own cost modelling and margin protection.
- Leadership & People Management
A. Architecture Team Leadership
- Lead and manage a team of domain architects across: Cloud & Private Cloud, Enterprise Network, ServiceNow, Observability / Data platforms
- Establish architecture governance board.
- Define architecture standards and reusable reference patterns.
- Mentor and develop senior architects.
- Ensure cross-domain integration discipline (no siloed designs).
- Engineering & SRE Team Leadership
- Oversee Site Reliability Engineering (SRE) team responsible for:Platform availability & uptime, Reliability engineering, Capacity planning, Automation & self-healing mechanisms
- Define SRE operating model:Error budgets, Reliability KPIs, MTTR reduction targets,
- Drive DevOps / DevSecOps alignment.
- Ensure platform reliability aligns with SLA commitments.
- Embed observability-first mindset into engineering culture.
- Talent Development & Capability Building
- Define skill roadmap for:ServiceNow architects, Elastic engineers, Automation engineers, SREs
- Identify skill gaps and develop hiring plan.
- Build internal platform centre-of-excellence (CoE).
- Establish succession planning for senior architecture roles.
- Governance & Risk Management
- Establish architecture review boards.
- Ensure CMDB integrity and data governance.
- Embed observability into cybersecurity posture.
- Ensure platform scalability and resilience.
Requirements
- At least 15 years in enterprise infrastructure or managed services with at least 5 years in enterprise architecture leadership position(s).
- Deep hands-on or architectural experience in:
- ServiceNow (ITSM, ITOM, CMDB)
- Elastic Stack / network observability platforms
- Automation & event correlation
- Experience designing managed service platforms.
- Experience in SI, telco-integrator, or large MSP environment.
Preferred Certifications
- ServiceNow CSA / CIS-ITSM / CIS-ITOM
- Elastic Certified Engineer (advantageous)
- TOGAF
- ITIL
- Certifications on Private Cloud Containers platform e.g Red Hat OpenShift will be advantageous
Ideal Candidate Profile
This role is ideal for someone who:
- Understands both architecture and operations
- Can convert technology into repeatable service offerings
- Thinks in terms of platform scalability and commercial viability
